Will Employees Value Concierge Services as a Benefit?
A recent online survey found that employees continue to struggle with the pressure from their demanding schedules --- both on the job and off. The poll, conducted by Roper Starch and commissioned by Circles, a leading provider of personal services, found that:
- 62% of online users say, "help getting things done would greatly reduce the stress in my life."
- 66% of women say that "help getting things done would help reduce my stress level."
- 53% of busy people would opt for a personal assistance over a personal trainer.
- 62% of people say they would be likely to use an Internet service that they could rely on to act as their "personal assistant."
Overall, the study clearly reveals a longing for less personal chaos more leisure time and illustrates the lengths people will go to attain it.
Companies that provide personal concierge services typically find that utilization --- the percentage of employees within the organization that use the service --- averages roughly 30 percent, and member satisfaction levels exceed 95 percent.
Industry Trends
A growing number of employers are realizing that personal concierge services can meet a variety of diverse employee needs. In 2000, 26 of Fortune Magazine´s "100 Best Companies to Work For" offered personal concierge services --- versus 15 companies in 1998. And, the SHRM 2000 Benefits Survey found that four percent of employers polled offer concierge services. Among companies with 5,000 or more employees, that figure jumps to 15%.
Costs and Benefits
Organizations typically look for two benefits from concierge services:
- reduced turnover
- saving employee´s time and attention for work tasks by taking care of personal talks through the concierge service
The cost depends on the services offered but typically runs from $3 to $8 per employee per month. Employers generally pay for 100% of the services. Typically companies offer service to all employees in every office. The employer pays a flat fee per employee per month, giving them covered employees free and unlimited access to all selected services.
How it Works: Services Offered
With an online personal concierge service, member employees have access to a host of convenience services to get their personal "To Do''s" done Service categories include:
Entertainment
- City and cultural information
- Dining reservations
- Dining suggestions
- Event tickets
- Golf tee times
- Adult education classes
- Volunteer opportunities
- Spas and salon suggestions
- Party ideas and planning
- Movie times and tickets
Home
- Grocery and meal delivery
- Laundry and dry cleaning
- Pet care services
- Movers and storage
- Referrals for household services: contractors, handymen, plumbers,
housecleaners, painters, electricians
- Internet and wireless services
- Utility comparison
Shopping
- Flowers
- Gift baskets
- Gift ideas
- Locate hard to find items
- Purchase items
- Compare products
- Research products
- Circles partner discounts
- Corporate Gifts
- Shopping hints
Travel
- Airfare
- Car rental
- Lodging
- Sightseeing tours
- Local events and activities
- Limo and car service
- Travel info and tips
- Passports and visas
- Flight times and delays
- Getaway ideas
- International cell phones
- Driving directions
How it Works: Examples
Member employees access the concierge service provider website via computer or wireless device to get the help they need. The member employee simply clicks on the applicable service and the service provider will complete the request using their own staff or third-party providers. For example:
For instance, it''s a typical Tuesday. You''re creating a major proposal. And two people are flying in to town to see you. Your biggest client. And your biggest fan, your nephew, Andy. It''s his birthday.
You log onto the concierge service provider´s web site. You make sure your client has a driver waiting at the airport and a bottle of Merlot waiting in her room. And you score some sold-out tickets to the ballpark that evening. Plus a gift. Autographed, of course. Andy will be psyched.
But that afternoon, disaster strikes. Pipes burst. Water is flowing into your basement. You visit the vendor´s website again to find a plumber and clean-up crew --- giving you the time to take Andy to the game.
All coordination and research of the employee requests, is handled seamlessly for the employee.
Here´s another example:
Your washing machine just puttered out. You can´t survive for more than three days with a 3 moth old and no washer, but you don´t want to compromise your budget or the quality of the purchase because you are rushed. So you call a Circles Personal Assistant. The next day you have the information you need to pick the washer that fits your budget and can be delivered by the end of the week. Mission accomplished
Implementation
Typically these programs run from web sites so there is no IT requirement for the company.
Administration, including marketing strategy and development, account management, and customized usage reporting and monitoring may or may not be handled by the vendor.
Problems
Problems most often arise when an employee has unrealistic expectations. Providers strive to fulfill requests as quickly as possible, and to find a solution that fits with the employees´ budget --- but that is not always feasible. It can be hard to find a new housecleaner within a day, and can be impossible to find last minute tickets to the Britney Spears concert at a reasonable price. .
Closing
The bottom line is that time starvation is not going to go away and it is likely that employer´s will continue to look to concierge services as a useful benefit.
Kathy Sherbrooke, co-founder Chief Growth Officer and Co-Founder of Circles.